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Special Service Challenges

Chapter 10 Highlights

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Special Service Challenges

Operate with a service recovery strategy in mind handle the problem handle the guest’s perception

of the problem

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Manager Contact with the Table – The Table Visit Read the Table / Establish Rapport Introduce Yourself Make a SPECIFIC Inquiry Make a Positive Comment Express Appreciation

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Manager Contact with the Table – Table Visit “Nevers” Intimidate Appear Phony Appear Uninterested Appear Overbearing Ignore

This model used with permission, from Chuck Keagle, The C & C Organization

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Guest Complaint

From a Server’s point of reference Anticipate guest’s complaint

Tell manager if you perceive a problem with a guest

Be sure it is worth charging the customer you might lose them as a regular guest

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Ways to Recoup from a Customer Complaint Say you are sorry Actively listen (They are your whole world) Make things right Make it up to them A promise is a promise!

Be accurate and give away what you need to! Check Back - Did you fix it?

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RKR Guest Complaint Model Repeat the Complaint / Actively listen to problem Apologize Encourage Full Disclosure Empathize Positive Action / Ask what they want you to do Express Appreciation

This model used with permission, from Chuck Keagle, The C & C Organization

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RKR Guest Complaint ModelThe “Nevers” Give Excuses Argue Ignore Blow Out of Proportion

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Guest Complaint

If guest is uncomfortable with temperature or lighting Check to be sure they are at

agreed settings Move guest as needed

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Guest Tastes Wine and Refuses It Offer a similar substitute from different

producer If the wine is bad then you may have a case of

bad wine. (You get supplier credit) If the wine is good you can pour it off for Wine

by the Glass or Staff Tasting Server verses Manager fixing the situation

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What if an Accident Happens? Minor spill - use napkin and

clean it. Always attend to the guest

first! Dry Cleaning bill

On Manager’s Card - date, article of clothing

Record in log book

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What if an Accident Happens? Accident Report

Name of guest Date and Time Description of area - photos if possible Name of staff involved

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What if an Accident Happens? Food Poisoning Report

Name of guest Date and Time Description of what they ate

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What if an Accident Happens? When Recording a Food Poisoning

Be sympathetic Tell them you are sorry they are ill Get the form to manager ASAP Get as much info as possible

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What if an Accident Happens? When Recording a Food Poisoning Don’t

Apologize Say that food made them ill Suggest symptoms Offer medical advice

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Procedure for Reporting a Food Poisoning contact manager/owner speak to chef and maitre d’ speak to any staff who spoke to guest collect, label and refrigerate food reproduce guest check check menu mix and table numbers of food item

sold Call Board of Health, Insurance Call guest

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Rowdy Guests Manager speaks to host of party Decide which guests you want to be

regular customers

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Drunk Guests Post Liability of over consumption You are responsible to be sure guests

leave in safe condition

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Drunk Guests Don’t touch or embarrass a drunk guest Get the guest on your side if you can Feed them Separate the drunk from their friends or use

friends when needed Complimentary food if necessary Record in log book

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Cell Phones and Pagers Turn down the volume Request they use them in lobby if needed

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Electronic Toys andOther Kid Issues Turn down the volume Crayons and other noiseless distractions Flatware on the table, tied down as needed!

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Famous Guests Privacy or Limelight Be as consistent in service as possible

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Pets Inside - Seeing Eye Dogs Other dogs in outside café settings Biscuits and water?

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Don’t call me, Mrs. Jones Offer the guest privacy where you should.

Don’t assume I am Mrs. _______ Don’t share the name or information of a call, just

indicate that the guest has a call

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Summary Have procedures for all the following issues:

complaints, accidents, food poisoning, drunks Role Play to be sure staff is ready Record anything unusual each and every day!